If push notifications are not being received in the 3dEYE mobile app, consider checking the following:

• Ensure the app is installed and the correct user is logged in.

• In the Admin Portal, verify that the alert configuration is correct, with the appropriate alert schedule and user added.

• Confirm that alarms are enabled for the customer or specific users.

• Make sure object detection is configured, and the user has permission to view the cameras.

• If no events are occurring on the cameras, this could explain the lack of push notifications.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

If the app fails to start or crashes upon opening, try the following troubleshooting steps:

• Restart the phone.

• Delete and reinstall the app.

• Clear the app’s cache (refer to the phone's manual for instructions).

• Ensure that the phone is connected to a stable internet connection with sufficient download speed.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

If no cameras are displayed in the app, check the following:

• Review user permission settings.

• Restart the app to refresh the camera list.

• For information about roles and permissions, refer to the related documentation.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

For issues with video playback or slow loading times:

• Restart the app and check the internet connection speed.

• Clear the phone's RAM to improve app performance.

• Refer to the bandwidth requirements for cameras to ensure the connection is adequate.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

If the library is empty, the clips may not have been created yet. Clips can only be created through the web-based video portal.

• To create a clip, refer to the corresponding guide.

• If clips are visible in the web portal but not in the app, log out and back in again.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

If nothing appears under the layout tab:

• Ensure that layouts have been created for the user via the web portal.

• To create layouts, consult the related documentation.

• If layouts exist in the web portal but not in the app, try logging out and back in again.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.

For PTZ (pan, tilt, zoom) controls not functioning:

• Verify that the user has the correct permissions to use PTZ controls.

• Check and adjust the PTZ speed in the app’s settings.

Notes: The mobile app is designed for customers and their users only. Integrators do not have access to view camera feeds.

If any other issues arise, users can check the Starllion Support page or contact support team for further assistance.